United States Job Openings
Disney
VP, Contact Centers
Lake Buena Vista
September 23, 2024
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Job Summary:
Essential Responsibilities:
- Oversee Contact Center Operations - Provide day-to-day oversight and leadership for the Credit Union’s inbound phone channel to ensure superior and consistent service experiences are delivered to Members.
- Drive Membership Growth- Ensure that new Membership targets are met or exceeded through the online channel, focusing on a
- Increase Product and Service Volume- Lead efforts to increase volume in consumer loans, deposit products, and additional services, enhancing the
- Develop and Implement Sales Initiatives- Prepare and execute action plans to achieve Contact Center sales goals while maintaining high-quality
- Supervise and Develop Contact Center Staff- Effectively supervise employees, ensuring optimal performance, managing low performers, and rewarding top performers, while completing performance reviews and development plans on time.
- Ensure Security and Compliance- Oversee the Contact Center’s security program, ensuring staff are trained and that security measures are
- Manage Process Improvements- Maintain expertise in operations and business process improvement, balancing strategic thinking with
- Lead Change Management Efforts- Manage change processes by anticipating future needs, developing change strategies, and leading
- Maintain Department Records and Audits- Coordinate internal audits, develop action items, and ensure the accurate maintenance of department
- Provides Leadership to employees Through Effective Objective Setting, Coaching, Delegation, and Communication. Ensures that employees are well-trained, effective, and optimally used. Primary driver of building and developing Playbooks for employees growth, success, and career pathing. Partner effectively with the Performance and Development Coaches for the purpose of driving key behaviors in support of retail strategies by utilizing resources such as Spot-Ons, self evals, success mapping and the use of our GAIN and ARCH Models. Will have the responsibility of coaching and developing a Member Experience Manager I as a direct report
Notary, Medallion, NMLS – required
CUNA Certified Financial Counselor
Supervisory Scope:
- Provides leadership to employee through effective objective setting, coaching, delegation, and communication. • Ensures that employee is well-trained, effective, and optimally used. Provides instruction regarding policy, procedure, and service and product offerings. Assists new employees.
- Tracks individual employee progress and assists with performance reviews and appraisals as required. Provides support and suggestions for employee improvement.
- Leadership - Demonstrates leadership through skillful and effective written and oral communication. Undertakes continuous self-development of both functional and leadership skills. Specifically they have the following characteristics: · foster a share equity of power
- is self-regulating
- has strong impulse control
- is emotionally mature
- is courageous
- promotes understanding through summarization of key concepts
- gets better outcomes the 1st time
- understands the subtle impact they have on others
- inspires commitment, not compliance
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